Jessica Walker
@jessicawalker1
Motivated professional specializing in fraud liability and customer service.
What I'm looking for
I am a highly motivated and adaptable professional with over three years of experience in the financial services sector, currently specializing in fraud liability at First Direct Bank. My expertise lies in fast-paced, customer-facing environments where I excel in communication, time management, and quickly learning new systems and processes. My role involves complex problem-solving and regular phone-based customer interaction, consistently delivering excellent service.
Since joining First Direct in 2021, I have progressed through several key roles, starting in the customer service call center and moving into the Cards Department. Now, as part of the Fraud Liability team, I handle complex and high-value fraud cases, assessing claims and supporting customers through distressing financial situations. My commitment to confidentiality and regulatory awareness ensures fair outcomes in disputes, and I thrive in a remote work environment, effectively managing my time and communication with internal teams.
Experience
Work history, roles, and key accomplishments
Fraud Liability Representative
First Direct Bank
Jun 2021 - Present (4 years 1 month)
Managed complex and high-value fraud and scam cases, including authorised push payment fraud and unauthorised transactions. Assessed claims, determined liability, and supported customers through distressing financial situations while working remotely.
Hair Stylist
Salon Exceed
Aug 2016 - Present (8 years 11 months)
Developed strong customer service and communication skills while learning core hairdressing techniques, including cutting, colouring, styling, and client consultations. Managed client relationships, worked to a schedule, and delivered high-quality results in a fast-paced setting.
Education
Degrees, certifications, and relevant coursework
Exceed Training Academy
NVQ Level 2, Hairdressing
Completed a Level 2 NVQ in Hairdressing, gaining hands-on experience in a busy salon environment. Developed strong customer service and communication skills while mastering core hairdressing techniques.
Queensbury High School
GCSE, General Studies
Achieved GCSE qualifications including English (grade 6), Sociology (grade C), Photography (grade C), Health and Social Care (grade C), Science (grade C), and Psychology (grade C). Also passed functional skills in Maths.
Tech stack
Software and tools used professionally
Availability
Location
Authorized to work in
Job categories
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